Our client, a prominent financial services institution is seeking a technically skilled and service-oriented IT professional to join their regional support team. This role is based in Hong Kong and provides advanced technical assistance to traders, analysts, wealth managers, and business operations staff across multiple offices and time zones.
This is a step beyond standard helpdesk work. You will be the second line of defense, tackling complex technical challenges that require sharp analytical skills, deep system knowledge, and the ability to perform under pressure in a fast-paced financial environment.
What You'll Be Doing - Advanced Technical Support: Serve as the primary escalation point for 1st line support, resolving complex incidents related to hardware, software, and network connectivity for users across the region.
- Incident & Problem Management: Take full ownership of technical tickets from diagnosis through to resolution, ensuring all incidents are logged, tracked, and closed in accordance with strict service level agreements.
- Remote Assistance: Provide remote troubleshooting support to regional offices and remote workers, minimizing downtime and ensuring business continuity for revenue-generating teams.
- Infrastructure Maintenance: Assist in the monitoring and upkeep of end-user devices (desktops, laptops, mobile devices) and ensure meeting room technology (AV/video conferencing) is fully operational for client meetings and internal communications.
- Process Improvement: Identify recurring technical issues and collaborate with the wider IT team to implement permanent fixes, update knowledge bases, and create user guides to reduce future incidents.
- Project Participation: Contribute to regional and global IT initiatives, including system rollouts, software upgrades, and the deployment of new technologies across the organization.
Requirements - Minimum 3 years of experience in a 2nd line support role, ideally within banking, asset management, insurance, or other regulated financial environments.
- Expert-level knowledge of Windows 10/11 environments, including hardware troubleshooting, driver management, and system configuration.
- Proven experience supporting virtual desktop infrastructures, particularly Citrix (user sessions, profile management, connectivity optimization).
- Strong working knowledge of Microsoft 365 administration, including Exchange Online, Entra ID (Azure AD), and Teams administration.
- Hands-on experience with mobile device management platforms such as Intune or MobileIron for device enrollment, security policies, and configuration.
- Solid understanding of networking fundamentals (TCP/IP, DNS, DHCP, VPNs) to diagnose and resolve connectivity issues independently.
- Experience troubleshooting network printers and resolving print server-related issues.
- Familiarity with AV and teleconferencing systems (Teams Rooms, Zoom Rooms, Polycom) is essential.
- Working knowledge of ITIL frameworks (Incident, Problem, Change Management) and awareness of information security standards relevant to financial services.